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Let me tell you a story about a bug...

alessandro ceccnoi
There is a recognized bug in CO 8 where as if you use the spot tool on an area, let's say a face and take out some pimples and then you use the heal layer and go over the same area CO will crash. I reported this early on in the beta program. More than once. I reported this when the program was released and kept on reporting in in open cases until finally last week after months, support decided that yes indeed it it was a bug and they need to fix it. I tell you this story and i am addressing the various phase one personel on here because I want you to undertand one think. we are NOT your enemy. Every single report I filed was met with simple solution to a problem as if it was read from a script. As the case and examples kept mounting I was forced to send files after files and it was never enough. I was made to feel as I was offending someone's mother in saying there was a bug. It was me, my computer, my files, they way I worked everything but the fact that it could possibily be a genuine bug. That was NEVER taken into consideration. Now mind you, to stop work and send files and report and write explanationg of the bug takes time and effort. Some time my reports were never even read. I was given to try some things that I had already explained in my message I had done. Simply because support didnt bother to read the entire message. Now that could be becauser they are 1) lazy and dont care 2) overwelmed with problems. Neither scenario is a good one.
But let's go back to my inital point.
Dear Phase One, please do not be so snotty when we try and explain to you that your software that we love and adore, crashes. It crashes under heavy use. And yes you might have 10000 users who are happy but if some one tells you repeatedly something is broken and sends you logs and takes the time to report it and explain it to you over and over again, please be curtious enough to take the time and read the reports and anailzy the data and not just answer "oh its your Mac, or its your file, with the same attitude like I have offended your mother. We are NOT your enemy really. We take the time to de bug your software both in beta and in real life.
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  • Dubin Laurent
    We are NOT your enemy really


    You're right, it's sometime the feeling that PhaseOne give to us !

    In my case, I'm very happy to work with C1 since the 2.7 and I'm working quite 75% of my pictures with C1.
    But reporting bugs is really not a war game ! We do because we know C1 is the best shooting software and we want it keep its first rank so long as possible !

    But the differents angry posts in this form are just here because we don't see enough responses of PhaseOne. For sure each bug can't be fixed right now and there is for sure many things more important to fix.

    Please, PhaseOne, perhaps just explain and show your work program as for other open software ? Could we have perhaps a roadmap for the differents fix ? The community of phase one users will be surely stronger !!!

    Laurent
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  • Marko Rosic
    My feelings exactly. It seems to me, like kids, they try to blame all other external sources for crashes and everything else bad that is happening. In the real world platforms are heavily segmented and I know that it must be a hell to support everything BUT some software companies succeed or mostly succeed and others don't. This is why some software is perceived as good, well designed, stable, etc... and those companies mostly do not let critical bugs escape into "stable" release. I really hope to see better QA from Phase One in the future... Also this whole deal with Yosemite is handled really badly.
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  • Dubin Laurent
    we have to be patient too ! (i think to Yosemite ...)
    PhaseOne is not Adobe
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  • Jim_DK
    Hi Ale,

    You're not the enemy, neither are we. That's clear. However stories are great especially if you have both sides to hear. I don't especially like being called lazy.

    I have asked for a report into your beta status and if the communications you made are in the system- and why this was not picked up. Be assured we all work hard to make this product better but mistakes happen. It is most likely the bug WAS known about and scheduled for fix under priority but I will come back to you about that.

    If you are in the beta program you report to R+D directly any bugs that come up - especially via the automated crash reporter. That does not mean support have first hand knowledge of every quirk and bug in the application ever reported on every known combination of OS and hardware configuration. Most of us here in support are photographers/techs. Not HAL9000 (though Dave, that would be super useful). Also I should note not all bugs can be reproduced on every machine.

    Most of your cases have dead ended when we asked for more information. We are usually pretty good as knowing what is going on but without this information we might as well guess and go home (note I'm STILL here sorting this out).

    Your last case is a bit of a long one and started off with Brightness sliders (?) - Supplied logs were full of styles errors (and not much else). As we could not reproduce the crash, we asked for a file with the style to see what was going on. When asked for a file you uploaded a RAWs that had been renamed outside of Capture One so the settings were not linked and we had to reverse engineer how the images should have been named to load the cache and settings. Not ideal for debugging.

    You then uninstalled the app without us asking you to and the frustration at this point from both parties starts to go round in circles as we have to start over.

    In the end I just asked you for a screen recording of the bug. Following the careful steps in the recording, we reproduced it with 20 minutes of seeing EXACTLY how you did it and got it to R+D. Sometimes the simpler solutions are the best rather than chasing logs and loose descriptions. I should note that it is a particularly timing sensitive bug a quite a stinker to repro.

    I wish all cases were as "easy" 🙄
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  • ---
    [quote="roske" wrote:
    My feelings exactly. It seems to me, like kids, they try to blame all other external sources for crashes and everything else bad that is happening. In the real world platforms are heavily segmented and I know that it must be a hell to support everything BUT some software companies succeed or mostly succeed and others don't. This is why some software is perceived as good, well designed, stable, etc... and those companies mostly do not let critical bugs escape into "stable" release. I really hope to see better QA from Phase One in the future... Also this whole deal with Yosemite is handled really badly.


    capture one for mac is the software with to most bugs and stability issues of all imaging applications i use. even one man shows like raw developer or photoninja can get there software maintained and ready for new os releases. but with phase we get the great "blame it on apple" show ever two years.
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  • Jim_DK
    Yosemite thread is over there ->

    This topic is locked before it becomes off-topic and unconstructive.
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